SULIYAT OLAYIWOLA

Leads customer issue resolution across diverse channels, leveraging CRM tools to enhance satisfaction and retention in a remote setting.

• Managed over 1,000 customer inquiries monthly across phone, email, and chat, consistently achieving a 95% resolution rate.
• Simplified complex technical explanations into easily understandable terms, boosting customer retention by 20%.
• Consistently maintained a 95% customer satisfaction rating through proactive issue resolution and empathetic support.
• Successfully de-escalated conflict situations and retained 90% of initially dissatisfied clients, transforming negative experiences into positive outcomes.

Delivered efficient customer support, managing daily inquiries and optimizing service processes to enhance satisfaction and reduce complaints.

• Managed an average of 50+ customer inquiries daily, achieving a 95% first-contact resolution rate.
• Increased customer satisfaction scores by 20% through prompt, empathetic assistance and effective problem-solving.
• Utilized customer feedback to optimize service processes and update support guides, enhancing overall service delivery.
• Analyzed and documented recurring issue trends, contributing to a 15% reduction in customer complaints.

Provided personalized product guidance and support to customers, fostering satisfaction and building a loyal customer base.

• Provided personalized product guidance to 30+ daily customers, enhancing their purchasing experience and driving sales.
• Successfully identified and upsold complementary items, significantly contributing to store revenue growth.
• Resolved customer concerns promptly and effectively, achieving a consistent 90% customer approval rating.
• Cultivated a loyal customer base through proactive and effective follow-up strategies, ensuring continued engagement.

Led student relations and coordinated initiatives to enhance student well-being and academic success.

• Managed student relations, effectively addressing and resolving over 50 student concerns and inquiries.
• Coordinated 6 successful student-led initiatives focused on enhancing student well-being and academic achievement.